Install Support Analyst

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Assist in the installation, configuration, and deployment of FreedomPay solutions along with third-party integrations.

• Facilitate implementation efforts in collaboration with customers, partners, project teams, and internal stakeholders.

• Help onboard and activate new customer environments, ensuring precise setup and configuration.

• Diagnose installation and integration challenges, resolving obstacles across teams.

• Perform research, analysis, testing, and validation for software implementations and system integrations.

• Provide support for payment gateways, POS systems, PMS platforms, web portals, merchant applications, and third-party solutions.

• Record installation procedures, processes, and technical insights.

• Educate customers and partners on implementation requirements, system capabilities, and best practices.

• Adhere to implementation methodologies, support processes, and standard operating procedures.

• Collaborate with Technical Support, Product, Engineering, and Project Management teams.

• Contribute to ongoing improvements aimed at enhancing implementation efficiency, quality, and customer experience.

⛳️ Requirements

• Associate's or Bachelor's degree in Computer Science, Information Systems, MIS, Mathematics, or a related discipline.

• 2-4 years of experience in software implementation, technical support, POS support, interface programming, troubleshooting, system configuration, or similar technical positions.

• Experience supporting POS and PMS platforms such as Oracle Opera, Micros POS, NCR Aloha, or comparable technologies.

• Preferred experience with payment processing, payment gateways, financial services, or related technologies.

• Proven ability to manage multiple simultaneous implementations/projects.

• Direct experience working with customers during the onboarding and deployment phases.

• Basic knowledge of APIs, networking, or payment integrations.

• Strong technical troubleshooting, investigative, and problem-solving abilities.

• Experience in supporting software installations, system integrations, or customer onboarding initiatives.

• Proficiency with Zendesk, Confluence, Jira, Atlassian, or similar platforms.

• Skilled in Microsoft Office applications including Excel, Word, and Outlook.

• Capacity to manage multiple priorities and projects in a dynamic environment.

• Willingness to learn new technologies, systems, and business processes.

• Exceptional written and verbal communication skills for both technical and non-technical audiences.

• Strong customer service orientation, active listening abilities, patience, and meticulous attention to detail.

• Openness to travel approximately 10% as business needs dictate.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work environment and work-life balance initiatives.

• Access to wellness programs and employee assistance resources.